HTML

Unbabel for Helpshift emails has no support to translate HTML, meaning that a message that is sent by the end user specifically/heavily formatted won't be visible to the agent in the same way it is for the sender. Formatted text will likely be transformed into plain text, and any tables or signatures will lose their original alignment. Some characters may be inserted as plain text in place of the original HTML elements, and font size and style will be ignored.

Attachments

Since Helpshift doesn't allow the agent to attach or add inline images to an internal note, it's not possible to append them to an outbound translation.

Hint: send the translated message first making reference to the file, and send the file in a subsequent public reply.

When it comes to attachments sent by the end user, they be delivered through an Unbabel-translated message.

However, any images that are part of the body of a message won't be displayed in the internal note resulting from the translation - instead, the image file name will be included in text reaching us instead. Bear in mind that, if the message is short or there are too many images resulting in too many texts entries, this could actually affect the outcome of language detection and you may need to change it manually.